Informatics Publishing Limited

SungHee Yoon ¹, SangBong Kim ², JungRyol Kim ², YenYoo You ¹

Affiliations
1 Department of Knowledge Service and Consulting, Hansung University, Seoul, KR
2 Departmentof Economics, Hansung University, Seoul, KR

Abstract

Background/ Objectives: The purpose of this study is to verify the importance of nonverbal communication of consultants on customer satisfaction, trust and long-term relationship orientation. Methods/ Statistical Analysis: To test the validity and reliability of our measuring tools, we perform an exploratory factor analysis. All variables were tested through a principal component analysis. To determine the number of factors and simplify the factor loading, the varimax rotation method was used. Findings: Our main findings show that, among the specific features of nonverbal communication, both spatial language and appearance language significantly affect customer satisfaction. Body language, spatial language, and appearance language were found to have significant effects on customer trust. Nonverbal communication also has a significant impact on customer satisfaction and on the long-term relationship orientation of client. Application/ Improvement: The present study analyses the impact of nonverbal communication on customers, with the aim of strengthening consultants’ competencies, as well as contributing to the growth and development of the consulting industry by filling the existing gap in the literature.

Keywords

Customer Satisfaction, Long-term Relationship Orientation, Nonverbal Communication, Trust.

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ByeongHoon Yoon ¹, JungRyol Kim ², YenYoo You ¹, SangBong Kim ²

Affiliations
1 Department of Knowledge Service and Consulting, Hansung University, KR
2 Department of Economics, Hansung University, KR

Abstract

Background/Objectives: The area that is receiving the most attention today in ICT development is the financial services area. Fintech refers to the convergence of finance and technology and differs from existing electronic finance. Methods/ Statistical Analysis: The present study used the causal analysis method through multiple linear regression analysis as a statistical analysis method. Multiple linear regression analysis has the advantage of analyzing the isolated influence between variables affecting dependent variables. Findings: Different perceptions and responses for dependent variables resulted in the different countries because of the different cultures of users, as well as differences in social perceptions. Thus, companies that aim to enter into the global market via fintech service should establish their entry strategy and customer acquisition and expansion strategy on a country-by-country basis. Application/Improvements: The results of the study are expected to be basic data which will be substantially helpful to multiple small-and medium-sized companies, ventures, and startups that aim to enter into the fintech field.

Keywords

Consulting, CSR (Corporate Social Responsibility), CSV (Creating Shared Value), Fintech, Financial Technology, PR (Public Relations).

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